Support Technical Representative

About the role

The general responsibility of the customer service representative is to provide excellent customer support services for Odyssey by troubleshooting problems and providing/addressing solutions to customers. Key responsibilities include developing and maintaining extensive knowledge of the Odyssey ERP software, serving as a knowledgeable resource for customers, handling technical issues, managing service tickets, and assisting customers with API credentials.

Responsibilities

• Develop and maintain extensive knowledge of the Odyssey ERP software through ongoing training and self-directed learning, serving as a knowledgeable resource for customers across all support interactions.
• Serve as the primary point of contact for customers experiencing technical issues related to their ERP environment, including software functionality, printers, browsers, devices, network connectivity, and API connections.
• Answer inbound support calls professionally, actively listen to customer-described issues, and assess the best path to resolution in a clear and patient manner.
• Troubleshoot API connection issues between the Odyssey ERP and third-party applications, identifying failures related to authentication, endpoint configuration, and data transmission errors.
• Pick up and manage unassigned service tickets from the support queue, researching issues thoroughly and following each ticket through to a satisfactory resolution, including any follow-up issues that arise after initial closure.
• Maintain and regularly check the Odyssey database for known customer issues and documented fixes to support faster and more accurate resolutions.
• Create and update internal and external documentation as the Odyssey software evolves, ensuring resources remain accurate and useful for both customers and support staff.
• Avoid escalation issues beyond first and second tier support scope to the appropriate internal teams while maintaining ownership of the customer relationship and keeping clients informed.
• Identify recurring technical issues and customer pain points across the support queue and surface trends to internal teams to drive proactive improvements.

Requirements

• Ability to work as part of a team.
• Strong Interpersonal communication skills.
• Problem analysis and problem solving.
• Organizational skills and customer service orientations.
• Adaptability and ability to work under pressure.
• Eye for details.

Qualifications

• Associate’s degree in IT, Accounting, Computer Sciences, or relevant field.

Skills

• Previous experience in a customer-facing support or service role.
• General business knowledge across areas such as IT, manufacturing, and accounting.
• Ability to quickly learn and navigate new software, including ERP systems.
• Strong communication skills with the ability to explain technical concepts in plain language.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Basic understanding of common technical issues including printers, browsers, devices, and network connectivity.
• Familiarity with API connections and the ability to troubleshoot basic integration issues.
• Experience using a helpdesk or ticketing system with strong documentation habits.
• Creative problem-solver with strong research, follow-up, and organizational skills.

Benefits

• Incredible health benefits (Traditional and HSA options), with dental and vision coverage.
• 401(k) plan with employer match.
• Flex Paid time off as well as company holidays, sick leave, bereavement leave, and 4 weeks of fully paid parental bonding leave.
• Short and long-term disability and life insurance.
• Additional optional benefits include wellness reimbursement and tuition reimbursement.

Pay

$50,000.00 to $60,000.00 base salary. This is a profit share eligible position. Candidates can expect salary offers that range from the minimum to the midpoint of the salary range. B&L provides full pay range so candidates can consider their growth potential.

Schedule

This is a hybrid position that requires 3 days per week at our Bridgman office and allows 2 days per week to work from home. This role requires the candidate to have the authority to work in and be located in the US. Travel is primarily minimal, although some travel may be expected.